Abstract

JOURNAL OF TOURISM AND CULTURAL CHANGE, 2017 VOL. 15, NO. 5, 499–512 BOOK REVIEWS On the frontline in Macao: casino employees, informal learning, & customer service, by Carlos Siu Lam, Las Vegas, NV, UNLV Gaming Press 2015, 208 pp., Price: US $25.00 (paperback), ISBN: 978-1-939546-08-1 Professor Carlos Siu Lam continues his trend of excellent work on the Macao gambling industry and gaming management research with On the frontline in Macao: Casino employees, informal learning, & customer service. Dr Siu’s book researches the nature of informal learning in Macao and inquires as to how frontline employees develop, experience, and share the knowledge gained through this process. The book is written in with a true applied academic voice; it uses extant theory to lay the foundation of the research within the specific case of Macao and casino settings, and results are used to generate practical recommendations for those in the industry. The book begins with an extensive background on Macao and how the gambling industry has developed since the mid-1800s. All readers are thus able to view the detailed research through the lens of time, space, and culture. It is a pleasure to see such a well-written piece that is firmly